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For Companies At a Glance
- Tasks: Lead and coach teams to deliver top-notch customer support across multiple channels.
- Company: Join a forward-thinking company that values innovation and exceptional service.
- Benefits: Enjoy hybrid work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a dynamic team driving performance and implementing cutting-edge technologies.
- Qualifications: 5+ years in senior call center management with expertise in Genesys and multichannel support.
- Other info: This role offers a chance to shape customer engagement strategies in a global context.
The predicted salary is between 48000 - 72000 £ per year.
Location: Newbury, (Hybrid – 1–2 days onsite per week, WFH otherwise)
We’re looking for an experienced and strategic Senior Service Desk Lead to oversee our EMEA customer support operations. This is a critical leadership role focused on driving performance, coaching large teams, and delivering exceptional service through advanced technologies and implementing best-in-class technologies like Genesys, Salesforce, and Microsoft 365.
Key Responsibilities:
- Leverage standard global call center metrics to identify gaps and implement strategic improvements.
- Coach and develop teams to deliver outstanding, multichannel customer support.
- Oversee the full PC lifecycle for users, ensuring health and management compliance.
- Collaborate with the Salesforce team to deliver process-aligned training programs.
- Drive performance through effective Genesys configuration and workforce management.
- Design customer engagement and process management solutions using O365 tools.
- Partner cross-functionally to align operations with client expectations and industry best practices.
Essential Skills:
- ~5+ years of experience in senior-level call center management.
- ~ Deep expertise in managing voice, email, and chat routing to support agents.
- ~ Extensive hands-on experience with the Genesys system is essential for this role.
- ~ Strong problem-solving skills and the ability to handle high-pressure situations.
- ~ Excellent communication and stakeholder management skills.
- ~ Knowledge of global customer service trends and standards.
Team Leader - Teletrabajo employer: ECS Resource Group
Contact Detail:
ECS Resource Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader - Teletrabajo
✨Tip Number 1
Familiarise yourself with the Genesys system, as it's essential for this role. Consider taking online courses or certifications to deepen your understanding and showcase your expertise during interviews.
✨Tip Number 2
Highlight your experience in managing large teams and delivering multichannel customer support. Prepare specific examples of how you've coached teams to improve performance and customer satisfaction.
✨Tip Number 3
Stay updated on global customer service trends and best practices. Being knowledgeable about industry standards will help you demonstrate your strategic thinking and ability to align operations with client expectations.
✨Tip Number 4
Network with professionals in the field, especially those who have experience with Salesforce and Microsoft 365. Engaging with others can provide insights and potentially lead to referrals that could strengthen your application.
We think you need these skills to ace Team Leader - Teletrabajo
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in call center management and your familiarity with technologies like Genesys, Salesforce, and Microsoft 365. Use specific examples to demonstrate your leadership skills and achievements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention how your background aligns with the key responsibilities of the role, particularly in coaching teams and driving performance improvements.
Highlight Relevant Experience: When detailing your work history, focus on your senior-level call center management experience. Include metrics or outcomes that showcase your ability to improve service delivery and team performance.
Showcase Problem-Solving Skills: Provide examples of how you've successfully navigated high-pressure situations in previous roles. This will demonstrate your strong problem-solving skills, which are essential for the Senior Service Desk Lead position.
How to prepare for a job interview at ECS Resource Group
✨Showcase Your Leadership Experience
As a Team Leader, it's crucial to highlight your previous leadership roles. Be prepared to discuss specific examples of how you've coached and developed teams, particularly in a call centre environment.
✨Demonstrate Technical Proficiency
Familiarise yourself with the technologies mentioned in the job description, such as Genesys, Salesforce, and Microsoft 365. Be ready to explain how you've used these tools in past roles to drive performance and improve customer service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle high-pressure situations. Think of scenarios where you successfully managed challenges in customer support and be ready to share those stories.
✨Understand Global Customer Service Trends
Research current trends in global customer service and be prepared to discuss how they relate to the role. This shows your awareness of the industry and your commitment to implementing best practices in your work.
